Manager, Desktop & Support Services

Gravity IT Resources

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Job Title: Manager, Desktop & Mobility Services 
Job Type: Direct Hire/ Full Time 
Location: Palm Springs, CA
  • This role requires a dynamic and experienced Information Technology Manager to lead the transformation of our end-user IT infrastructure, overseeing desktop and laptop refreshes, smart device support and replacements, and application upgrades across a network of endpoints. Manager is responsible for leading a team of technicians who support the IT needs of  our client’s employees, manage customer computers, printers, other peripherals and VOIP phones. Experience with large-scale infrastructure upgrades and migrations is a must, as well as having a working familiarity with printers and other end-user peripheral equipment. Position requires membership of, and participation in the IT Incident Response Team, and works closely with other teams to maintain and improve the cybersecurity posture for users and devices.
  • Education
    • Bachelor’s degree in Information Technology or related field.  Alternatively, an additional 4 years of relevant IT experience may be considered in lieu of a degree.
    • Preferred: Master’s degree in Information Technology, Health, Science, Business or an equivalent combination of education and experience.
  • Licensure/Certification
    • Required: Relevant Information Technology certification(s) in desktop or mobility IT technologies and/or Project Management.
    • Preferred: Relevant and secondary Information Technology certification(s). MCSE or modern equivalent is
  • Experience
    • Required: 5 years of progressively responsible experience in information technology or 9 years of progressively responsible experience in information technology without a Bachelor’s degree.
    • Preferred: 5 years of progressively responsible experience in IT endpoint and staff management.
  1. Knowledge of desktop and mobile device management software applications such as Mobile Iron, Ivanti LANDesk, etc.
  2. Passion for driving technical advancements.
  3. In-depth knowledge of desktop and laptop hardware, operating systems, and software applications.
  4. Experience with large-scale infrastructure upgrades and migrations.
  5. Familiarity with VOIP phone systems and printers.
  6. Strong understanding of IT security best practices.
  7. Ability to interact with users, administration, physicians and staff.
  8. Skilled at mentoring others, including junior and experienced analysts.
  9. Direct supervision of analyst team members.
  10. Strong project management skills, able to manage multiple projects and appropriately escalate risks and issues.
  11. Strong drive to exceed customer expectations, achieve outcomes and support our client’s goals for ideal patient care.
  12. Ability to organize, assign and manage IS work (Jira incidents, Service Requests and projects) to ensure efficient work practices with the Financial Applications team.
  13. Collaborative and able to maintain positive interpersonal relations with peers, operational team members, providers and vendors.
  14. Ability to communicate effectively both orally and in writing.
  1. Demonstrates compliance with Code of Conduct and Compliance Policies and takes action to resolve compliance questions or concerns and reports suspected violations.
  2. Develop and implement practices and strategies for the timely and efficient refresh of desktop computers, laptops, and smart devices.
  3. Lead the planning and execution of application upgrades across all endpoints.
  4. Ensure seamless integration of new technologies into the existing infrastructure.
  5. Maintain and improve the cybersecurity posture of the organization as it relates to desktop and mobile devices.
  6. Ensures that patching and upgrades of IT tools, desktops, printers, smart phones, tablets are completed monthly, and audits the results regularly, identifying gaps in cyber security.
  7. Constructs cybersecurity gap plans for remediation.
  8. Troubleshoot and resolve complex technical issues, ensuring minimal downtime and disruption.
  9. Manages projects by identifying and clarifying issues and priorities; communicating and coordinating requirements; evaluating milestone accomplishments and evaluating optional courses of action.
  10. Demonstrates effectiveness through collaborative skills, decision-making, delegation and follow up. Creates a supportive environment that promotes innovative employees and high morale.
  11. Foster a collaborative, supportive and innovative customer support team culture.
  12. Responsible for regular refreshes of desktop and mobile hardware and operating systems.  Works with IT Director on budgeting and planning for the same.
  13. Develops a qualified, engaged, certified staff and leadership team to support the systems in production throughout the organization.
  14. Assigns responsibilities, projects and tasks to staff reporting to this position, balances skills and workload of the group to ensure the best support and customer satisfaction.
  15. Supervises staff and manages employee performance; provides on-going performance feedback, addresses problems, orients and trains employees, verifies competency and identified and suggests ways to develop skills.
  16. Champions and promotes effective system selection options, system support and process redesign with leadership. Recommends the use of IT to improve quality and the employee and patient experience.
  17. Achieves management goals and responsibilities set forth by the Executive Leadership Team.
  18. Works closely with Information Systems management team to ensure unison across technology hardware, software and platforms.
  19. Communicates with customers on business issues and needs and be able to translate those needs into appropriate technical solutions.
  20. Lead operational and support aspects of end-user device vendor/contracts, cost monitoring/control, communication plan and documentation.
  21. Works with vendors to determine, review and document acceptance of system changes. Facilitates communications between IS Systems Analyst personnel and vendor representatives.
  22. Performs other responsibilities as assigned. 

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